Customer Experience Supervisor

Job description

Principal Duties and Responsibilities The responsibilities include the following (other duties may be assigned): Lead, coach, and develop customer service team members by setting clear performance expectations, establishing goals, conducting performance evaluations, and providing ongoing feedback to drive engagement and productivity. Foster a positive, collaborative, and accountable team environment that encourages continuous improvement and professional growth. Ensure team members are effectively trained in customer service best practices, product knowledge, company policies, and internal systems through the development and maintenance of SOPs and training materials. Act as the primary escalation point for complex customer inquiries and complaints, ensuring timely, professional, and satisfactory resolution. Analyze customer feedback, service metrics, and operational data to identify trends and implement process improvements that enhance efficiency and customer satisfaction. Support the organization’s transition from a traditional customer service model to a proactive, end-to-end customer experience approach. Perform system and regression testing related to customer service process...